Assessment of quality of care in family planning services in Jimma Zone, Southwest Ethiopia
Eskindir Loha; Makonnen Asefa; Chali Jira; Fasil Tessema
Ethiopian Journal of Health Development 18(1): 8-18
2004
ISSN/ISBN: 1021-6790 Document Number: 251669
Objective: To assess the quality of care in family planning services in Jimma Zone, southwest Ethiopia. Methods: A cross-sectional survey was conducted from 20 to 24 January 2003 in 8 service delivery points in Jimma Zone. Three modules consisting 6 elements of quality in accordance with Bruce-Jain framework were used. Observation was made during 687 client-provider interactions (the number of providers was 17), exit interview was performed with 635 clients, and facility audit was also carried out. Results: More than 80% of unmarried clients were getting the service from non-governmental clinic. 69 (10.9%) and 14 (8.1% of those who reported problem) clients expressed dissatisfaction with waiting time and solutions given by the provider, respectively. Method unavailability was the reason in most service delivery points for providing methods different from clients' choices. Most clients were not told about specific methods and other relevant information. Provider's special training and the time of training showed statistically significant differences in 6 and 2 quality of care indicators, respectively. Majority of the service delivery points did not have copy of guideline and mechanism to make programmatic change based on clients' feedback; all were not supervised in the last 3 months prior to data collection. Conclusion: Several constraints in the provision of quality service are identified and recommendations are given accordingly.